Optimization of Virtual Agent timer

DevYadav
Tera Contributor

3 weeks ago

Hi Community, Good day. I am new to ServiceNow Virtual Agent and currently working on a chatbot. I have noticed that when a user selects an option in the chatbot (for example: Intune, Oracle, or similar choices), there is a delay of around 5 seconds before the next response appears. I have done some initial analysis and wanted to understand where this delay is coming from. I am not sure whether this is controlled by: The Virtual Agent topic logic, A widget or UI configuration, or Some backend processing (scripts / integrations / flows). My requirement is to reduce this delay to around 2 seconds if possible. Could someone please guide me on where exactly this delay can be optimized or configured? Any best practices or pointers would be really helpful. Thank you in advance

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Matthew_13
Mega Sage

2 weeks ago

Hi Buddy,

The delay from what I have seen is almost never a UI setting. In Virtual Agent, when a user clicks an option Intune, Oracle, etc...., the platform runs the topic step any scripts flows or integrations tied to that step, and only then sends the next messege. That backend execution time is what your feeling as the ~5-second pause i would say.

To find it, check what runs immediately after the selection like:

  • The next node in the Virtual Agent topic

  • Any Script Actions or Script Includes

  • Flow Designer actions

  • IntegrationHub / external API calls

Really the quickest way to confirm is to run the conversation with Virtual Agent debug or review the related transaction logs. Youll see which step is taking the time.

To reduce it:

  • Keep the step after the users selection lightweight

  • Avoid heavy GlideRecord queries or loops

  • Dont block the response on slow flows or external integrations

  • Send a quick acknowledgement message first then process heavier logic

There isnt a single “delay setting” to change — the improvement comes from optimizing whatever logic runs right after the user picks the option.

 

@DevYadav - If help answer, Please mark Accepted Solution and Thumbs Up

MJG
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